Script compliance and quality assurance based on speech recognition and duration of interaction
First Claim
1. A method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following:
- conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script;
evaluating, by a processor, the at least one voice interaction with an automatic speech recognition component, having a confidence level threshold including supplying audio files in real time of at least one voice interaction and/or recording the at least one voice interaction and supplying the files to the automatic speech recognition component, adapted to analyze the at least one voice interaction; and
determining, by the processor, whether the at least one agent has adequately followed, based on the confidence-level threshold relating to the automatic speech recognition component'"'"'s ability to analyze the at least one voice interaction, the at least one script based on a plurality of first scores related to respective portions of the at least one voice interaction and based on a second score related to an overall compliance with the at least one voice interaction, wherein at least one of the first scores and the second score are different for their respective portions of the at least one voice interaction;
dispositioning at least one interaction, wherein the at least one agent reads at least one script to the at least one client, based at least in part on comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.
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Accused Products
Abstract
Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, the duration of a given interaction can be analyzed, either apart from or in combination with the script compliance analysis above, to seek to identify instances of agent non-compliance, of fraud, or of quality-analysis issues.
135 Citations
49 Claims
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1. A method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following:
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conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script; evaluating, by a processor, the at least one voice interaction with an automatic speech recognition component, having a confidence level threshold including supplying audio files in real time of at least one voice interaction and/or recording the at least one voice interaction and supplying the files to the automatic speech recognition component, adapted to analyze the at least one voice interaction; and determining, by the processor, whether the at least one agent has adequately followed, based on the confidence-level threshold relating to the automatic speech recognition component'"'"'s ability to analyze the at least one voice interaction, the at least one script based on a plurality of first scores related to respective portions of the at least one voice interaction and based on a second score related to an overall compliance with the at least one voice interaction, wherein at least one of the first scores and the second score are different for their respective portions of the at least one voice interaction; dispositioning at least one interaction, wherein the at least one agent reads at least one script to the at least one client, based at least in part on comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A system for evaluating compliance of at least one agent reading at least one script to at least one client, the system comprising at least the following:
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at least one communication network adapted to support at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows at least one script; at least one automatic speech recognition component, having a confidence level threshold including supplying audio files in real time of at least one voice interaction and/or recording the at least one voice interaction and supplying the files to the automatic speech recognition component, adapted to analyze the at least one voice interaction and to determine whether the at least one agent has adequately followed the at least one script; and means for causing at least one action to be taken based upon a determination by the at least one automatic speech recognition component as to whether the at least one agent has adequately followed, based on the confidence-level threshold relating to the automatic speech recognition component'"'"'s ability to analyze the at least one voice interaction, the at least one script based on a plurality of first scores related to respective portions of the at least one voice interaction and based on a second score related to an overall compliance with the at least one voice interaction, wherein at least one of the first scores and the second score are different for their respective portions of the at least one voice interaction; dispositioning at least one interaction, wherein the at least one agent reads at least one script to the at least one client, based at least in part on comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29, 30, 31)
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32. A method of performing quality analysis on a plurality of interactions, each one of the interactions involving at least one agent, the method comprising at least the following:
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obtaining data representing at least a given one of the interactions, each one of the interactions having a respective actual duration parameter associated therewith;
obtaining data representing at least one expected duration parameter evaluated by an automatic recognition component having a log record module that is applicable to at least the given one of the interactions;for at least the given one of the interactions, comparing the actual duration of the given one interaction to the expected duration parameter and comparing a plurality of duration parameters to respective portions of the actual duration of the given one interaction; dispositioning at least the given one interaction based on the comparing; wherein dispositioning at least the given transaction including assigning the given interaction for evaluation because the actual duration of the given interaction falls outside of a pre-defined range applicable to the given interaction. - View Dependent Claims (33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45)
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46. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following:
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conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script; evaluating the at least one voice interaction with an automatic speech recognition component, having a confidence level threshold including supplying audio files in real time of at least one voice interaction to the automatic speech recognition component and/or recording the at least one voice interaction and later supplying the files to the automatic speech recognition component, adapted to analyze the at least one voice interaction; determining whether the at least one agent has adequately followed, based on the confidence-level threshold relating to the automatic speech recognition component'"'"'s ability to analyze the at least one voice interaction, the at least one script based on a plurality of first scores related to respective portions of the at least one voice interaction and based on a second score related to an overall compliance with the at least one voice interaction, wherein at least one of the first scores and the second score are different for their respective portions of the at least one voice interaction; dispositioning at least one interaction, wherein the at least one agent reads at least one script to the at least one client, based at least in part on comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.
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47. A system for evaluating compliance of at least one agent reading at least one script to at least one client, the system comprising at least the following:
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means for conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script; means for evaluating the at least one voice interaction with at least one automatic speech recognition component, having a confidence level threshold including supplying audio files in real time of at least one voice interaction and/or recording the at least one voice interaction and supplying the files to the automatic speech recognition component, adapted to analyze the at least one voice interaction; and means for determining whether the at least one agent has adequately followed, based on the confidence-level threshold relating to the automatic speech recognition component'"'"'s ability to analyze the at least one voice interaction, the at least one script based on a plurality of first scores related to respective portions of the at least one voice interaction and based on a second score related to an overall compliance with the at least one voice interaction, wherein at least one of the first scores and the second score are different for their respective portions of the at least one voice interaction; dispositioning at least one interaction, wherein the at least one agent reads at least one script to the at least one client, based at least in part on comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.
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48. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method for performing quality analysis on a plurality of interactions, each one of the interactions involving at least one agent, the method comprising at least the following:
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obtaining data representing at least a given one of the interactions, each one of the interactions having a respective actual duration parameter associated therewith;
obtaining data representing at least one expected duration parameter evaluated by an automatic recognition component having a log record module that is applicable to at least the given one of the interactions;for at least the given one of the interactions, comparing the actual duration of the given one interaction to the expected duration parameter and comparing a plurality of duration parameters to respective portions of the actual duration of the given one interaction; dispositioning at least the given one interaction based on the comparing; wherein dispositioning at least the given transaction including assigning the given interaction for evaluation because the actual duration of the given interaction falls outside of a pre-defined range applicable to the given interaction.
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49. A system for performing quality analysis on a plurality of interactions, each one of the interactions involving at least one agent, the system comprising at least the following:
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means for obtaining data representing at least a given one of the interactions, each one of the interactions having a respective actual duration parameter associated therewith; means for obtaining data representing at least one expected duration parameter evaluated by an automatic recognition component having a log record module that is applicable to at least the given one of the interactions; means for comparing the actual duration of the given one interaction to the expected duration parameter for at least the given one of the interactions and comparing a plurality of duration parameters to respective portions of the actual duration of the given one interaction; means for dispositioning at least the given one interaction based on the comparing; wherein dispositioning at least the given transaction including assigning the given interaction for evaluation because the actual duration of the given interaction falls outside of a pre-defined range applicable to the given interaction.
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Specification